DQ estimates

The BPO arm of GTL recorded higher growth than the rest of the company-in fact going by the trends in 2004-05 it would seem that GTL is gradually transforming itself into a BPO service provider. The restructuring exercise of the parent company following the appointment of Dr Michael Clark seemed to have an extremely positive rub-off on the fortunes of GTL's BPO operations-the very fact that most of its processes got COPC:2000 ver 3.4 certified was a reflection of the process maturity at the company. However, it is perhaps the only company in the Top 15 that is purely a call center-the crying need of the day is to move into some non-voice processes too to sustain growth in the future.

Attrition, however, remained the perennial bugbear for GTL-with rates going beyond an alarming 60%. The company was compelled to initiate measures like interacting with the parents of the agents to convey the criticality and worth of their work. That 200 of its employees returned in one quarter only was perhaps a fall-out of such initiatives.